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@article{171687,
        author = {Dr.R.SILAMBARASAN and M.THILAGAVATHI},
        title = {EXPLORING THE USES OF CHATBOTS IN CUSTOMER SERVICE AND MARKETING (SPECIAL REFERENCE WITH AMAZON)},
        journal = {International Journal of Innovative Research in Technology},
        year = {2025},
        volume = {11},
        number = {8},
        pages = {645-649},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=171687},
        abstract = {This study explores the utilization of chatbots in customer service and marketing, with a special focus on Amazon’s implementation. Chatbots have emerged as a transformative tool in enhancing customer engagement and operational efficiency. This research examines how Amazon leverages chatbots to streamline customer service operations, reduce response times, and personalize marketing strategies. By analyzing Amazon’s chatbot interactions, customer satisfaction metrics, and marketing outcomes, the study highlights the effectiveness of these digital assistants in addressing customer inquiries, resolving issues, and driving targeted promotions. The findings underscore the potential of chatbots to not only improve operational efficiency but also to offer a scalable solution for personalized customer experiences.},
        keywords = {Chatbots, Customer Engagement, Personalization, Consumer Experience, Digital Customer Support.},
        month = {January},
        }